During a phone call regarding a missing item from an order, what is the best approach to take?

When dealing with a customer concern about a missing item from an order, empathizing and offering a genuine apology is the most effective approach. This response acknowledges the customer's frustration and shows that you understand their disappointment. By expressing empathy, you create a connection with the customer, which can help diffuse their anger or confusion, making them feel valued and heard.

Apologizing genuinely conveys that the company takes such matters seriously and is committed to customer satisfaction. This approach not only helps in pacifying the customer but also establishes a positive rapport that can lead to a better resolution of the issue at hand.

While asking for the order number is sometimes necessary, it can come off as indifferent if done without first acknowledging the customer’s concern. Redirecting to customer service may seem helpful, but it can also feel dismissive to the customer who is looking for immediate assistance. Hanging up if the conversation becomes lengthy is not a professional option, as it leaves the problem unresolved and may further frustrate the guest.